Desktop Support Technician

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The Desktop Support Technician for IT provides technical user advice/support to the University of Miami academic and administrative staff and its satellite facilities for problems and questions related to network communication and link to Local Area Network (LAN), Campus Area Network (CAN), Metropolitan Area Network (MAN), and Wide Area Network (WAN). He/she will monitor systems and advise senior staff / management of network application status. Strong knowledge of PC/LAN communications hardware/software and network management software is essential.

CORE JOB FUNCTIONS              

1. Responsible for installation, troubleshooting, configuration, and repair of UM managed equipment including desktop PC, laptops, printers, and comparable devices across Windows and Mac environments.

2. Provide quality customer service support in a prompt, courteous, and timely manner by performing follow-up investigation and communicating the resolutions either verbally or in writing. Use discretion and judgment to organize and perform the requested services promptly and efficiently.

3. Organizes and prioritizes support requests.

4. Monitors, administers, tracks, and verify completion of Desktop Support incident.

5. Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.

6. Prepares, installs, tests, and certifies any desktop configuration, including software drivers.

7. Provide remote technical support for the installation, coordination, and daily operation of user application software on the network using remote tools available.

8. Applies migration from the previous PC and executes PC hardware moves.

9. Loads and configures software at desktop.

10. Document all interactions with users related to the incidents and Requests in the ServiceNow incident tracking system.

11. Decommissions any existing hardware that has been replaced and ensure Hard Drive and UM media are disposed of following the Universities standards and procedures.

12. Adheres to University and unit-level policies and procedures and safeguards University assets.

13. On-call on a rotational basis to respond to software or hardware issues as required.

14. Must have a valid drivers license.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, as necessary.

MINIMUM QUALIFICATIONS                

Education:

High school diploma or equivalent

Experience:

Minimum 1 year of relevant experience. Any relevant education, certifications and/or work experience may be considered.

Knowledge, Skills, and Attitudes:

• Skill in completing assignments accurately and with attention to detail.

• Ability to analyze, organize and prioritize work under pressure while meeting deadlines.

• Ability to process and handle confidential information with discretion.

• Ability to work evenings, nights, and weekends, as necessary.

• Commitment to the University’s core values.

• Ability to work independently and/or in a collaborative environment.

• Proficiency in computer software (i.e., Microsoft Office).

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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